Confidentiality

In each consulting room there is a computer and a printer. Any information held on the computer is confidential between yourself and the practice. It ensures clinics can run smoothly and give as much information to the clinician as they require from your past medical history.

We, as a practice, are strictly bound by the rules of confidentiality and privacy as set out in the Data Protection Act of 1998. This means that we are unable to give out any information about a patient without his/her documented permission.

You have the right to view your medical records or have a copy of them – there is usually a fee for this service. Please apply in writing to either Joan Hanson (Practice Manager) or Jonathan Whitford-Bartle (Practice Director).

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Care Data

Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.

It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.

Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.

You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download the opt out form below, complete it and return it to the practice

We need to make sure that you know this is happening and the choices you have.

Comments & Complaints

We are always keen to hear of ways in which we can improve our care for patients and your feedback is important to us. Comments and suggestions can be made in writing, by telephone, via email (queen.square@gp-P81013.nhs.uk) or in person, ideally addressed to Joan Hanson (Practice Manager) or Jonathan Whitford-Bartle (Practice Director).

You are welcome to join our Virtual Patient Group by completing a short form.

We will keep you informed of practice decisions and also ask your opinion on current affairs.

If you feel that our services have failed to meet your needs, please let us know. Informal concerns can be raised in person or by letter with Joan Hanson. If however, you wish to make a formal complaint, a copy of our Complaints Procedure can be obtained from Reception and the complaint should be made in writing to Mr Jonathan Whitford-Bartle. We strive to deal with any complaint, no matter how trivial or major, in a quick, efficient manner.

If we are unable to resolve the issue we may, if appropriate, refer your complaint to the Healthcare Commission.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

Getting it right

Being customer focused

Being open and accountable

Acting fairly and proportionately

Putting things right

Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Write: Millbank Tower, Millbank, London SW1P 4QP.

Rights & Responsibilities

Patients have the right to be treated courteously and with respect. They can freely choose to see any of the available health care workers in the practice. We aim to provide an appointment with a doctor or nurse within two working days of the request and if the problem is urgent then we will offer an appointment for the same day. We strive to provide a very high standard of clinical care whilst remaining sympathetic to the wide variety of individual needs of our patients.

Patients have the right to complete confidentiality except when the keeping of this confidentiality may endanger life. Information about patients is shared only with medical professionals who are involved in their care. Patients can ask that information be restricted even more and this can be discussed with their doctor. Any patient information at all, requested by other parties, can only be given with the written consent of the patient. Patients have the right to read their records from the entries dated 1989 forwards. There will be a small administration charge for this service.

We expect patients to keep appointments made both in the surgery and at the hospitals (or for them to be cancelled well in advance). If you are late for an appointment, you may be required to re-book an appointment. If patients repeatedly do not attend booked appointments we may be forced to consider further action, which may include remove from our list.

If patients are violent or abusive to other patients or workers of the practice, at the practice or in the community, then we will consider further action depending upon the situation. The result of this could involve removal from our patient list or involvement of the police.

Teaching and Training

We are a training practice involved in the training of future General Practitioners. These are mostly doctors who have completed their hospital based training and are spending the last year in General Practice working towards their final GP exams (Registrars). We are also involved in training both doctors at earlier stages, and medical students, all of whom are closely supervised.

Trainees have full access to patient’s medical records. This is essential for the purpose of training and patient care. The strict rules of confidentiality are adhered to at all times throughout the whole practice.

Videoing of consultations is an important part of training and assessment. If the appointment you are attending is part of a surgery being videoed, you will be advised of this beforehand and of course you will be free to decline. Physical examinations will not be recorded.

Consent to Treatment

Where possible, a clinician must be satisfied that a patient understands and consents to a proposed treatment, immunisation or investigation. This will include the nature, purpose and risks of the procedure to ensure that the patient understands and has enough information to give "informed consent". If it is demonstrated that a patient is not competent to give his/her own consent, this will be sought from the person responsible for them.

Chaperones

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The doctor may also request to have a chaperone present. Before any examination is performed, you will be asked if you would like a chaperone present. If you would, a member of the practice team will be asked to enter the room for the duration of the examination.

Boundaries

New arrangements introduced from January 2015 give people greater choice when choosing a GP practice. The new arrangements mean GP practices now have the option to register patients who live outside the practice area but without any obligation to provide home visits.

When your application is considered we will:

ask you or the practice you are currently registered with questions about your health to decide whether to register you this way;

ask you questions about why it is practical for you to attend this practice (eg, how many days during the week you would normally be able to attend).

If accepted, you will attend the practice and receive the full range of services provided as normal at the surgery. If you have an urgent care need and the surgery cannot help you at home we may ask you to call NHS 111 and they will put you in touch with a local service (this may be a face to face appointment with a local healthcare professional or a home visit where necessary).

We may decide that it is not in your best interests or practical for you to be registered in this way.

If accepted but your health needs change we may review your registration to see if it would be more appropriate for you to be registered with a GP practice closer to your home.

This new arrangement only applies to GP practices and patients who live in England

Please see the practice area map below for the practice INNER boundary. There are NEW boundary rules that came into place in June 2012, which mean that we have to have an inner and an outer boundary. Please see the detailed description below which explains about the boundaries. If you are still unsure whether you are within the boundary, please contact Reception.

Exclusions

The practice does not cover:

Ryelands

Scale Hall

Westgate

Torrisholme

Bare

Morecambe

Heysham

Carnforth

The Kellets

Farleton

Hornby

Thurnham

Dolphinholme

Hampson Green

Please click here if you would like more information about our practice boundies: